Streamline your workflows with KPS contact centre knowledge management software
Universal Knowledge is the only tool your customer support staff needs to locate, refine and share information with customers. You no longer have to bookmark multiple spreadsheets or stockpile documents on your office desk. Simply enter a query using your own words into the search feature of the KPS call centre knowledge management solution and excel at your job. Your customers will thank you.
With detailed answers, how-to guides and decision trees at their fingertips, your agents have it all to deliver the service your customers expect. Universal Knowledge takes the guesswork out of your job so that you can build better customer relationships by accessing real-time information whenever you pick up the phone.
A call centre knowledge management system that learns
Universal Knowledge learns from your agents every day. It adapts to the searching patterns they use and provides the needed information more quickly as they enter the same query. This allows you to speed up your response times whilst meeting your customers’ needs on the fly.
In other words, KPS call centre knowledge management software is another smart addition to your customer support team. It’s self-learning and facilitates training for your employees, making it a win-win for contact centre managers and customer-facing specialists alike.
Stay in the know about how your agents / employees perform
How well do your agents handle requests and how long does it take to resolve customers’ enquiries? Make use of comprehensive reports that come with Universal Knowledge.
Reports provide an insightful way to elevate knowledge management at your contact centre. They enable decision-makers to dig deep into customer behaviour and crucial metrics associated with your performance.
See what questions are asked most often, which topics receive the most questions and which employees are asking what questions and who is added content. Our reports can be customized so you can always create your own reports and we can easily show you how to do that to unlock the insights you need.
Scale up or down with ease
The KPS Software as a Service (SaaS) contact centre knowledge management software can easily be scaled to allow you to expand the use of Universal Knowledge as you see the benefits and user adoption increases.
Want to have on-premise control over your software? We can also implement our knowledge management system for call centres within your company’s infrastructure and help with integrations too. Let us know which deployment option is right for you.